JPMorgan Scheduling Manager 

United Kingdom, Scotland 

334801228

As a Scheduling Leader within the Planning team of Customer Operations, you will play a vital role in managing the outputs of the Scheduling team across our contact centres in Edinburgh and Manila. Your role is key in optimising our workforce planning, ensuring the effective running and future scheduling of the contact centres. You will be the subject matter expert on all scheduling and workforce capabilities, promoting implementation plans for multiple contact centres and markets. This role provides an opportunity to lead improvements to workforce tools and processes, manage scheduling analysts, and ensure effective planning and optimization of all off-phone time.

Job responsibilities

• Supports all of our contact centres and people resource to meet and exceed service level expectations
• Is the subject matter expert on all scheduling and workforce capabilities driving implementation plans for multiple contact centres and markets
• Leads on improvements to workforce tools and processes
• Manages all scheduling analysts to ensure the following are undertaken effectively:
  • Ensures all Specialists schedules are aligned to the various work-types undertaken within a prescribed function
  • Ensures all off-phone time is planned, updated and optimised wherever possible
  • Facilitates of all medium term status updates with the functional stakeholders
• Follows trends to ensure schedules and shift patterns are effective in meeting demand requirements across all customer facing areas

Required qualifications, capabilities, and skills

• In depth knowledge of Call Centre Operations and Contact Centre Metrics
• Experience in designing resource scheduling using workforce management platforms in a busy contact centre environment.
• Excellent written and oral communication skills
• Excellent stakeholder management skills with demonstrable working knowledge of interpreting and presenting data in a meaningful way to stakeholders
• Strength in problem solving and identifying opportunities to improve work methods.
• Highly detail oriented with an ability to work on multiple projects/tasks simultaneously whilst meeting deadlines within a fast-paced environment.
• Experienced in a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• Experience using WFM systems such as Alvaria and high proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.
• Experience in leading a high performing team of Scheduling Analysts
• A willingness to learn new skills and systems is essential.